Mobile Banking FAQs

Is it secure?

Which wireless carriers are supported?

Is there a charge for mobile banking?

Do I need a text message or data plan?

I’m not enrolled for online banking. Can I still use this?

How do I sign up or enroll?

Do I have to have an app to use mobile banking?

What does text banking mean?

What is Independence Bank’s shortcode?

What text commands can I use with mobile banking?

How do I cancel my mobile banking service?

What happens if I change my phone number?

What should I do if I lose my phone?

My spouse and I share a user ID for online banking.
Can we both use mobile banking on our phones?

Can I pay my bills using Online Bill Pay with the Mobile App?

Who can I call for assistance?

  Is it secure?  

Yes, the mobile banking service utilizes the same best practices from online banking, such as HTTPS, 128-bit SSL encryption, PIN or password access and application time-out (5 minutes) when your mobile device is not in use. Only the device that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your phone.

Independence Bank recommends closing the browser session after signing off of Mobile Banking each time to ensure security.

  Which wireless carriers are supported?  

Independence Bank supports all the popular US wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. If your carrier is not listed when you enroll, select “Other” and try the Mobile Web option or check back later, as new carriers will be added over time.

  Is there a charge for mobile banking?  

There is no charge associated with Independence Bank’s Mobile Banking service. However, there may be standard charges associated with text messaging and data usage on your phone. Please check with your wireless phone carrier for more information.

  Do I need a text message or data plan?  

Yes, a text messaging and/or data plan is typically needed, and data usage can become expensive without them. Please check with your wireless carrier for more information.

  I’m not enrolled for online banking. Can I still use this?  

In order to use Independence Bank’s Mobile Banking services, you must first be enrolled in Online Banking. If you are not enrolled in online banking, click here to download and print the application, or stop by any of our convenient locations to sign up.

  How do I sign up or enroll?  

Complete, step-by-step instructions for enrolling in Mobile Banking can be found here.

  Do I have to download an App to use Mobile Banking?  

No, Independence Bank offers apps for iPhone®, AndroidTM and Blackberry®, but if you don’t have a smartphone, you can still access Mobile Banking through your mobile browser or by using SMS-text based banking. Information on how to enroll can be found here.

  What is does text banking mean?  

Text banking gives you access to your accounts via text (SMS) messages on your phone. It’s a fast, easy way to look up account balances or recent account history by sending a text command to a shortcode.

  What is Independence Bank’s shortcode?  

All text messages should be sent to 469-228

  What text commands can I use with mobile banking?  

HELP

BAL

STOP

  How do I cancel my mobile banking service?  

To cancel, login to your Online Banking account from a desktop computer and click the “Other Services” tab and then click on the “Mobile” tab. Select “Un-Enroll” and this will deactivate your account.

You can also text one of the following commands to 469-228:

STOP
STOP ALL
CANCEL
END
QUIT
UNSUBSCRIBE

  What happens if I change my phone number?  

If you get a new phone or change phone numbers, sign in to Online Banking from a desktop computer and click the “Other Services” tab. Then click on the “Mobile” tab. Select “Change Login Details” and follow the directions on the page to submit your new information.

  What should I do if I lose my phone?  

As soon as you are aware that your phone is lost you should login to your Online Banking account and click the “Other Services” tab, then click on the “Mobile” tab. Select “Disable Mobile Access” and this will deactivate your account. When you find your phone you can then reactivate the service by repeating the steps found here. This will prevent anyone who finds the phone from attempting to access your account.

  My spouse and I share a user ID for online banking.
Can we both use mobile banking on our phones?
 

If the user ID is shared for Online Banking, the Mobile Banking user ID and Mobile PIN will also be shared. This log-in information can be used on multiple devices via the smartphone app or mobile browser. SMS-text based banking service can only be used on one phone (the phone registered during the enrollment process).

  Can I pay my bills using Online Bill Pay with the Mobile App?  

Yes. If you use the Bill Pay feature within Online Banking, you can use that feature on the Mobile Banking App. Please note that you must log-in to Online Banking from a desktop computer to add, modify, or cancel payments through the Online Bill Pay feature.

  Who can I call for assistance?  

For all customer support issues please contact your nearest Independence Bank location or call 1-877-621-1776.